The most reciprocal approach is still to make good use of the "door-to-door" alternative in a reasonable context.
The "Express Delivery Market Management Measures" that came into effect on March 1 stipulates that anyone who uses smart express boxes, express service stations, etc. to deliver express parcels without the user's consent, if the circumstances are serious, will be fined not less than RMB 10,000 but not more than RMB 30,000. .
This regulation makes many online shopping enthusiasts feel comfortable.
For a long time, it has become a common practice to put express delivery into delivery stations and express lockers privately, which makes the majority of users angry.
As netizens complained, "Without a phone call, the courier will drop the package directly at the post station." This kind of behavior that ignores user requirements and ignores user rights is not uncommon.
On June 25, 2021, the China Consumers Association released a "618" consumer rights protection public opinion analysis report. During the monitoring period, a total of 63,043 pieces of negative information on express delivery and takeout delivery were collected.
The delivery issues that consumers complain about most include: door-to-door delivery is not delivered, and express delivery fees are charged for pick-up in rural areas.
What's more, when facing consumers' rights protection, some service agencies do not reflect on themselves, but make unreasonable troubles and even threaten them.
It is obvious that I have caused a lot of inconvenience to the users, but I think it is the users who are arrogant.
To change this absurd perception, we cannot rely on the consciousness of service organizations. We need policies and regulations to grow teeth, so that service organizations with inadequate services, improper attitudes, and unconscious behaviors will feel "pain."
The new regulations are accompanied by quite severe penalties, which are indeed necessary.
But punishment is not the purpose. Working together to improve the quality of express delivery services and achieve a win-win situation is the purpose.
In the situation of "universal online shopping", it is ridiculous for any party to want to dominate and dominate others, and will inevitably suffer backlash.
It is urgent to respect each other, look at problems or difficulties objectively, and find the "greatest common denominator".
Objectively speaking, after the new regulations are introduced, the delivery method will be more reliable, which is definitely a good thing for the recipient, but it is also likely to increase the workload of the courier.
While express delivery volume remains high, express delivery costs can remain relatively stable, and express delivery companies have quietly shouldered some unfavorable factors.
Once the number of door-to-door deliveries increases dramatically, express delivery companies need to release pressure and ensure the income of couriers, and users may face the pressure of rising express delivery prices.
New situations and new problems are just around the corner. How to balance the rights and interests of service providers and users, couriers and recipients is worth discussing.
It is certainly not advisable to increase prices willfully, but reasonable adjustments are not impossible.
During the Spring Festival, many express delivery companies announced that they would not close, but adjusted express delivery fees. At the same time, in the face of tight transportation capacity and personnel, they also changed "next-day delivery" to "next-day delivery" or "multi-day delivery."
Because this measure is reasonable, many users understand it.
This also provides useful inspiration for continuing to improve express delivery services in the future.
Compared with the "price increase" issue, the most reciprocal approach at present is still to make good use of the "door-to-door" alternative in a reasonable context.
"The use of smart express boxes and express delivery service stations with the consent of the user" is actually the result of mutual compromise or negotiation. The user not only partially transfers his rights, but also enjoys certain conveniences: there are express lockers and post stations when the delivery cannot be received in time. Help save documents.
This situation will not change dramatically in a short period of time.
But the premise is that "user consent" cannot be bypassed, and things that were not done well before should be improved.
It is worth mentioning that, corresponding to "no door-to-door service if there is a disagreement", more than one express delivery company still insists on door-to-door service. They have done a relatively good job in soliciting user opinions and their market share has gradually increased.
This also shows that sufficient market competition will prompt the industry to accelerate service technology innovation and encourage changes in service methods, forming a virtuous cycle that benefits both enterprises and users.
In short, in the context of rapid development and fierce competition in the express delivery industry, adhering to basic services, maintaining in-depth cooperation, and mutual tolerance are the top priorities to resolve conflicts and reduce express delivery chaos.
This is true for all parties.
(Chengdu Commercial Daily-Red Star News special commentator Wu Lichuan)